Vikram Sehgal

VP, Research Director - Data serving Customer Insights PROFESSIONALS

Vikram leads the forecast team, which is responsible for producing all forecasts within M&S research. He is focused on the consumer commerce areas including retail, travel, and financial services. He is keenly involved in understanding the evolution of consumers' online behavior and technology adoption.

Previous Work Experience

Vikram came to Forrester Research through its acquisition of Jupiter Research, where he started in July 2000. Prior to Jupiter, Vikram worked at IRI, a leading market research company, where he worked closely with some of the leading CPG companies.

Vikram often appears on TV, radio, and comments in the press on the US online retail and travel industry. He has been quoted in The L.A. Times, Business Week, The New York Times, CNN Money, and American Banker. He has also appeared on CNBC, Bloomberg TV, and Radio, NPR, Fox Business News, and ABC.

Education

Vikram earned an M.B.A. from Virginia Tech and a B.Com from N.M College in Mumbai, India.

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304 results in Reports

  • Retail
  • For Customer Experience Professionals

    Report:The Business Impact Of Customer Experience, 2014

    Business Case: The Customer Experience Maturity Playbook

    Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and customer loyalty. We built three simple models to estimate the impact that...

    • Downloads: 1432
  • For Customer Experience Professionals

    Report:Banks And Retailers: You Cannot Price Your Way Out Of Bad Customer Experiences

    Why Customer Experience Matters More To Loyalty Than Price

    Have you ever wondered whether it makes more sense to invest in customer experience or in dropping your prices to improve customer loyalty? We tested the relationship between customers' perceptions...

    • Downloads: 721
  • For CMO Professionals

    Report:The Marketing Case For A Branded Sales Channel

    Marketers Must Look Beyond Incremental Sales And Margins To Assess The Full Impact Of A Direct Sales Channel

    Every product category has a set of competitors that have a branded route to the customer — such as The Body Shop in cosmetics, Gap in apparel, and Apple in consumer electronics — while...

    • Downloads: 298
  • For Customer Experience Professionals

    Report:The Best And Worst Of Unified Experiences, 2014

    Benchmarks: The Digital Customer Experience Improvement Playbook

    Today's multitouchpoint customers expect unified experiences that smooth transitions across interactions. To help companies detect and codify systemic problems that affect their customers' ability to...

    • Downloads: 618
  • For Infrastructure & Operations Professionals

    Report:Predictions 2014: Mobility And Computing Technologies In The Age Of The Customer

    Six Meta-Trends That Will Influence How You Ensure That Employees Have Access To The Right Technology In 2014 And Beyond

    In 2013, infrastructure and operations (I&O) professionals saw increased mobility and diversity in the technology that employees could use for their jobs get thrust into the forefront. In 2014, I&O...

    • Downloads: 777
  • For eBusiness & Channel Strategy Professionals

    Report:International Shipping Solutions For US Online Retailers

    Using Cross-Border Shipping To Reach Global Customers

    The US may boast the largest eCommerce market today, but eCommerce growth rates are far higher in other countries across Europe, Asia Pacific, Latin America, and other regions of the globe than in...

    • Downloads: 377
  • For CIO Professionals

    Report:Digital Leadership In Retail, 2014

    Digital Business Insights For Retail CIOs

    Retailers are at the sharp edge of change in the age of the customer; those that fail to embrace digital transformations of customer experience will fail to win, serve, and retain customers —...

    • Downloads: 301
  • For B2C Marketing Professionals

    Report:Location-Predictive Marketing

    Predict Consumers' Future Locations And Needs

    Location-based marketing is maturing. Marketers are comfortable with the two established dynamics of the practice: Either consumers voluntarily offer them their location data by "checking in" or...

    • Downloads: 472
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Web-Influenced Retail Sales Forecast, 2012 To 2017 (US)

    ForecastView Spreadsheet

    Total offline retail sales that are influenced by online (including mobile) research. Offline-influenced retail sales by 30 retail categories such as PCs, apparel, housewares, and consumer...

    • Downloads: 10
  • For CIO Professionals

    Report:China Tech Market Outlook: 2014

    Tougher Conditions Await Global Brands As Local Vendors Grab A Larger Share Of The World's Third-Largest Market

    IT purchases in China will reach $113 billion in 2013, making it the third-largest tech market in the world after the US and Japan. China is still largely a hardware-driven market, but spending on...

    • Downloads: 350
  • For Customer Experience Professionals

    Report:The US Customer Experience Index, Q1 2015

    Benchmarking The US Brands That Create The Most Loyalty With Their Customer Experience

    Three-quarters of companies want to improve their customer experience (CX) in 2015. Forrester's first US Customer Experience Index (CX Index) benchmark of 2015 sets the baseline that will tell 299 US...

    • Downloads: 604
  • For eBusiness & Channel Strategy Professionals

    Report:European Retail Segmentation: Emerging Patterns Of Multitouchpoint Shopping

    Using Forrester's Online Retail Segmentation Data To Understand Multitouchpoint Shopping Behavior Across Europe

    European shoppers are embracing an ever increasing range of new devices and touchpoints across the path to purchase. eBusiness professionals must be prepared for the rise of multitouchpoint shopping....

    • Downloads: 337
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Holiday Retail Sales Forecast, 2014 (US)

    ForecastView Document

    Derived from the US online retail forecast, this forecast details the online retail spending in the US during the holiday season (i.e., November and December). This includes historical data going...

    • Downloads: 10
  • For CIO Professionals

    Report:Four Reasons For Sluggish Tech Market Growth And The Rationale For Future Optimism

    Weak Economies, A Changing Hardware Market, Cloud, And CEO Aversion To Investment Have Kept A Lid On Tech Buying

    Forrester's projected 5.5% growth in the global tech market in 2014 in local currency terms (6.2% in US dollars) is certainly an improvement over the more feeble growth of 2012 and 2013. Still, these...

    • Downloads: 148
  • For eBusiness & Channel Strategy Professionals

    Report:The Forrester Wave™: Omnichannel Order Management, Q3 2014

    IBM And Manhattan Associates Stand Out In An Increasingly Competitive Landscape Of Solutions

    In Forrester's 77-criteria evaluation of omnichannel order management vendors, we identified the nine most significant software providers in the category — eBay Enterprise, hybris (an SAP...

    • Downloads: 799
  • For eBusiness & Channel Strategy Professionals

    Report:US Online Retail Forecast, 2012 To 2017

    US Online Retail Will Reach $262 Billion In 2013

    Online retail in the US continues to grow at a rapid rate, outpacing sales growth at traditional stores and stealing market share from them. We predict that online retail in 2013 will reach $262...

    • Downloads: 1618
  • For Infrastructure & Operations Professionals

    Report:Infrastructure Will Drive The Retail Store Experiences Of The Future

    In-Store Technology Is Too Critical For I&O To Be Left Out

    To engage customers, retailers are implementing new technologies to help increase the relevance of content, reduce shopper frustrations, and create pleasing experiences. For example, Burberry tags...

    • Downloads: 625
  • For Customer Experience Professionals

    Report:Case Study: Red Robin Builds An Agile Customer-Centric Culture With Yammer

    The Restaurant Uses Social Tools To Engage Employees And Accelerate Innovations That Customers Crave

    Red Robin Gourmet Burgers, a US restaurant chain, competes in a crowded market where customer tastes change rapidly. As such, the company must build an organization that can quickly change its...

    • Downloads: 208
  • For eBusiness & Channel Strategy Professionals

    Report:Must-Have eCommerce Features

    Road Map: The Retail eCommerce Playbook

    eBusiness professionals often struggle with how to prioritize the countless issues that populate eCommerce to-do lists. This chapter of the retail eCommerce playbook is a prescriptive look at the...

    • Downloads: 1988
  • For Application Development & Delivery Professionals

    Report:Predictions 2015: Systems Of Engagement Will Shape The Retail And CPG Application Landscape

    RadioShack reported its tenth consecutive quarterly loss in August 2014, blaming eroding topline growth, declining gross margins, and high inventory levels. Similar woes wrecked household names in...

    • Downloads: 288
  • For CIO Professionals

    Report:Digital Predator Or Digital Prey?

    Six BT Transformation Strategies To Energize Your Digital Business

    By 2020 every business will become a digital predator or digital prey — which will your company evolve into? The answer to this question lies in how well you, as the CIO, and the executives in...

    • Downloads: 177
  • For eBusiness & Channel Strategy Professionals

    Report:Consumer Wallet Shift And Retailer Strategy Bolster Canadian Online Retail

    ForecastView Document

    Online retail sales in Canada are set to rise by over 15% in 2014, topping C$22 billion but still representing just 6% of the total retail market. However, with continued double-digit growth through...

    • Downloads: 10
  • For eBusiness & Channel Strategy Professionals

    Report:Black Friday — The Sale That Stole Christmas

    What Can eBusiness Professionals Learn From Black Friday's Rocky Arrival In The UK?

    The 2014 holiday season was a roller coaster ride for many UK retailers. Black Friday arrived via the technology super highway from the US, with an unprecedented fanfare. For some it was highly...

    • Downloads: 52
  • Report:Forrester Research Online Retail Forecast, 2013 To 2018 (Asia Pacific)

    ForecastView Spreadsheet

    Online retail spending by category in South Korea, Japan, Australia, India, and China. Includes online buyers and online spending per buyer by categories such as computer hardware and software,...

    • Downloads: 5
  • For eBusiness & Channel Strategy Professionals

    Report:Predictions 2015: The Digital Store Platform Will Support The Retail Store Of The Future

    Digital Commerce And Engagement Technology Will Be Infused Into The Retail Store To Drive Service And Convenience

    eBusiness leaders have experimented with digital store technology such as kiosks and in-store analytics for a few years now. For the most part, these technologies have been deployed as pilots,...

    • Downloads: 538